Why does AT&T have such contempt for it's customers' time?

Question

I've been on hold for 2 hours and 15 minutes now. This is riduculous. It has persuaded me to cancel my service. I'm probably doing them a favor since it seems they have too many customers for their staff level.

Answer 1

There really is no excuse.  But in fairness, this isn't a typical day in the neighborhood.  Sometimes, when issues are complicated, it does take time to go back, check records, maybe locate another party, etc.

A call back would have been preferable >> did they offer you one?  

Answer 2

That's ridiculous>>over 2 hours... I work in CS and our company is very strict with the hold time and the way we treat our customers.  We are not a big company like AT&T, but we like to treat our customers like we like to be treated when we call>>with respect...and also if it's an issue that is going to take a while>>we'll research and just call customer back with results.